Friday, February 6, 2015

Before you contact Technical Support

Here are some easy things to try before contacting Legacy’s Technical Support with a problem:

1) Close Legacy, reboot your computer, open Legacy back up. This simple maneuver can fix a lot of issues. It will get all of the Legacy program files lined back up correctly. If you have had Legacy open for a long time without closing it down the program might start acting a bit odd. If you can’t open Legacy by double clicking on the desktop icon this could mean that a component of Legacy is still open in the background even though you can’t see it. This prevents the program from opening and a simple reboot will fix this.

2) Download and reinstall the current update. We get a lot of emails from people not running the current build. Our programmers periodically release updates that have bug fixes and minor enhancements in them. Keeping your program updated will take care of a lot of issues. You do not need to uninstall anything first. Updating Legacy will not affect your data files so it is perfectly safe to do this. Even if you are running the current build, if Legacy is acting strangely simply reinstall it.

3) Do a check/repair on your file. Select File > File Maintenance > Check Repair. Click Proceed (If you are using an earlier version of Legacy you will need to click Proceed twice). If an error is found select No so that the check/repair will continue. If there are any errors found, run the check repair again until there are no errors. If there are any errors that Legacy can't clear automatically, look at the log file that is generated and it will give you the information you need to clear the errors manually. Legacy is a true database program built on the MS Access platform. When you add data, merge data, or delete data “holes” form in the database. A check/repair gets the data lined back up. The process is similar to doing a defrag on your hard drive. The check/repair also fixed many other common problems keeping your file in tip top shape. It is very important to do routine check/repairs. The bigger your file is and the more you are in it manipulating the data the more important this becomes.

4) If you are getting an error message you can search for that error in our Knowledge Base. These Knowledge Base articles have step by step instructions for clearing the error. Most of the error messages Legacy produces have an error number such as Error 3019. You simply type Error 3019 in the search box on the Knowledge Base page. If the error doesn’t include a number, type in the exact wording of the error in the search box.

5) If you want to know how to do a specific task in Legacy, don’t forget to search the Help File. There are links for Tutorial Lessons, Step by Step Instructions and Tips and Tricks. You can also search the Help File for key words to find what you are looking for. Our Knowledge Base also has many articles about the different tasks you can do in Legacy complete with screenshots and step by step instructions. If there is any topic you would like to see covered in the Knowledge Base please let us know. We also have an excellent free Legacy for Beginners Video that is great for new users and for anyone switching over from another program.

Here are some tips if you do need to contact Technical Support:

1) There are a couple of different places within Legacy that have a direct link to the Problem Report Form. You can find it on the Legacy Home tab. You will also see the Report a Problem link on the right under Support . You can go to Help > Report a Bug if you are using Version 8. The Report a Problem form itself is on our website and you can access it directly HERE.

This form is nice because it asks you everything that we in Technical Support need to know to be able to help you. The one thing that you can’t do with this form is attach screenshots. We love screenshots because a picture is worth a thousand words. If you think a screenshot would help us understand the problem better you can email us directly at suppport@legacyfamilytree.com. If you do contact us through the Problem Report Form, once the conversation gets started you will be able to attach screenshots, just not with that original message. If you email us directly make sure that you include the basic information we need to know.

  • Version of Legacy you are using including the build number. if you are using Version 8 you can find this by going to File > File Properties. In previous versions go to Help > General Information. You can also see in on the Legacy Home tab under Updates over on the right side of the screen.
  • Are you using the standard or deluxe version?  If you are using the deluxe version please include your customer number. You will find this on the same screen as the build information.
  • What version of Windows are you using?  Are you running Legacy on a PC, Mac or a Linux machine?
  • Please include the step by step instructions (1, 2, 3) that will cause the error. It is very important for us to be able to reproduce exactly what you are seeing.

2) Depending on what the problem is we may ask to see your data file. If we need it we will send you complete instructions on how to get it to us. We are aware that personal database files may have sensitive information in them as well as information about living people. We treat your file with the utmost confidentiality and respect and the file will be deleted off of our computer as soon as we have resolved your issue.

3) It is very important that you do not delete any of the ongoing conversation if the email starts going back and forth. We help a lot of people and we will not remember what the conversation is about unless we can refer back to the previous messages especially if several days go by before you email us back. Just hit Reply and type any new response at the top.

4) If you have more than one distinct issue, please submit separate problem reports for each one because the conversations can get very complicated if we are talking about three different problems at once.

5) Tech Support is open 9:00 a.m. to 5:00 p.m. Monday through Friday, Mountain Time, excluding major U.S. holidays.

 

Copyright © 2015 Michele Simmons Lewis

6 comments:

  1. Thanks for the reminder Michele. I can't recall the last time I ran File Maintenance. I will run it this evening, as it states that it takes "a while" to perform. What does "a while" mean? I have 4500 ish people in my database. Will the file maintenance take an hour or four hours or what? Thanks for always posting these wonderful helps for all of us who use Legacy.

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  2. Thank you so much for your many posts on Legacy. I've just bought it (my last genea-software imploded) and have been reading your series to help learn the best way to use it (I also bought the book and will be watching the webinars). I just wanted to tell you that I've referenced the whole series in my current NoteWorthy Reads post (new series for me): http://jahcmft.blogspot.com/2015/02/noteworthy-reads_15.html

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    1. I am glad the posts have been helpful and thanks for the shout out on your blog :) If you have any questions at all you can just send me an email :)

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  3. I never thought about doing a check/repair on my file. I can see how this would be really helpful-especially before calling IT support. I'll have to remember this the next time I need to call them. This way, I can make sure everything is good to go! http://www.networkplanetinc.com/

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